Preetech's Waste Integration - FAQ

The most common causes are:

• Ensure the Preetech Waste Integration services are running on the application server
• Login to Controlhub
• Verify that the Request Type is configured for Waste Integration
• Check that the request has reached the configured Status that triggers the integration
• Confirm that the request has not been cancelled or placed on hold before being processed

If everything appears correct and the request is still not transmitted, review the integration log files for any errors

Review the Waste Integration log files to determine whether there are any communication issues between the Council CRM and the contractor's API

Common issues include:

• Network connectivity problems
• API endpoint unavailable
• Authentication failures
• Invalid request payload

The log files will normally identify the exact reason the request could not be delivered

First, confirm that the contractor receives a successful response from the Council API (HTTP 200 OK) when sending updates.

If HTTP 200 is returned:

1. Log in to ControlHub
2. Navigate to Reports → Waste Report
3. Search for the request number

If the request is not listed in the report, review the Waste Integration log files for the date and time the contractor submitted the update

Check the following:

• Ensure the IIS website hosting the Waste API is running
• Confirm the API endpoint is accessible
• Verify the authentication/API key being used by the contractor
• Ensure the contractor is using the correct API URL

If a replacement API key is required, contact Preetech Support at:
Preetech Support

Open ControlHub and navigate to:

Reports → Waste Report

The report provides:

• Requests sent to the contractor
• Current processing status
• Dates and times
• Responses received
• Error information (where applicable)

The Waste Integration Windows Service continuously monitors the configured CRM request types and statuses.

Once a request meets the configured criteria, it is automatically transmitted to the contractor without manual intervention.

Yes.

If the issue causing the failure has been resolved (for example, network connectivity or API availability), the request can usually be resent depending on your Council's integration configuration.

If you are unsure, contact Preetech Support.

Only requests that match the configured integration rules are transmitted

Typical configuration includes:

• Specific Request Types
• Specific Request Statuses
• Active integration mapping

Requests outside these rules are intentionally ignored.

Check the following:

• Windows Service is running
• Configuration file contains the correct database connection
• Contractor API endpoint is correct
• Council CRM database is accessible
• No firewall or proxy is blocking communication
• Review the latest integration log for any startup errors

The log file location depends on your installation.

By default, logs are written to the configured Waste Integration log directory on the application server.

If you are unsure of the location, contact your system administrator or Preetech Support.

HTTP 200 OK means the receiving API successfully accepted the request.

It confirms that the request reached the API successfully. It does not necessarily mean the business transaction completed successfully, so always verify the request status in ControlHub or the CRM.

Please provide as much of the following information as possible:

• Council name
• Request Number
• Request Type
• Date and time of the issue
• Screenshot of the error (if available)
• Relevant log file entries
• Description of what was expected to happen

Providing this information helps our support team investigate the issue more quickly.

For assistance with Waste Integration, contact Preetech Support:

Email: Preetech Support

Please include the Request Number and a brief description of the issue to help us investigate promptly.

Regards
Rohan

If the Waste Integration receives an update from the contractor but is unable to update the CRM because the request is currently locked (for example, another user is editing the request), the update is not lost.

The integration automatically records the failed attempt and retries the update during subsequent processing cycles.

Once the request is no longer locked, the integration will successfully apply the contractor's update to the CRM.

When the Waste Integration receives an update from the contractor, it validates the supplied Bin Type and Bin Serial Number against the information stored in the Council CRM.

If these values do not match, the update cannot be processed and the request is recorded in the WASTE_REQUEST_BIN_LOGS table.

After the incorrect CRM data has been corrected, the update can be reprocessed by resetting the retry counter.

To do this:

UPDATE WASTE_REQUEST_BIN_LOGS
SET RetryCount = 0
WHERE RequestNumber = '<Request Number>';

The Waste Integration service will identify the record during its next processing cycle and attempt to process the update again.